Finals Frenzy

It all happened on a Tuesday…

Last week marked my first experience to finals week as a Graduate Student Assistant at Wayne. To say that the library has been busy is an understatement….it’s been bananas at the UGL this week. For starters, you have the patron who procrastinates and then comes to you with the urgency to find related information for his/her research topic. I especially enjoy it when he/she mentions the due date for the assignment, as if the grade will be shared, or maybe to enable you to produce the most appropriate results, or to work faster on his/her behalf.

On Tuesday, one patron caused a big stir about not being able to print his detailed schedule for the Spring/Summer semester. I offered to print it out at the Reference Desk for him, but when I had him log onto the computer, there was no detailed schedule listed under Spring/Summer. Naturally, he told me I messed him up by having him shut down his computer to come up to the desk for assistance. The interview between he and I was becoming quite heated as I was trying to remain calm. This was difficult, because Tuesday marked the second time this man came to the desk demanding detailed assistance that he should have gone elsewhere to receive, due to the nature. While I don’t mind helping patrons, I become irritated with those who either do not listen or want you to do everything for them. Shortly thereafter, he asked me my name followed by asking if I thought I was going to get into Heaven because I was wearing a cross. Although, I didn’t respond to his remark, it along with the "reference interview gone bad," continued to upset me.

Before the patron’s remark, I did call a librarian from the office to further assist him. I informed Diane of how he had begun to harass me for help and even insulted me prior to her coming out to the desk. Diane did listen to what I was saying, and calmly attempted to perform the same task that I had done. Despite Diane’s efforts and patience she was unable to give the patron what he wanted and/or needed and referred him back to the Student Advising Center.

Later, I was speaking with a co-worker about being upset by the patron’s remark. He listened and proceeded to ask why I was upset, he said “this man doesn’t even know you.” True! Come to think of it, it wasn’t his words that upset me; it was perhaps the overall reference interview. I guess in a way its funny, considering the patron believes that I am doomed to Hell because I failed in helping him. How charming! Granted, working at a reference desk involves working with the public who come from all different walks of life. Sometimes, the hardest thing to withstand is not your typical ready reference or extended reference question. It’s having to withstand patrons who decide to take their frustrations out on you at any given day or time.

The End…